UPS
Complaint 205713 Details

On 12/18/12 I went to the UPS store in Kokomo, Indiana to mail 2 packages of homemade cookies and candy to California. The Girl behind the counter helped package it so it would not be damaged and said it should be delivered the 24th.
One of the packages was delivered on the 24th. The other was not. The driver delivering the second package reported that the address was not correct and they would research it. We called UPS after tracking the box and calling the recipient to make sure the address was correct and they said yes and they were receiving other packages there. UPS sent the package back to us. When we opened it the candy and cookies were too hard to eat so i contacted UPS and they said I had to file a claim. I sent the claim form in on 1-15-13. I was contacted by phone and I explained what was shipped and what happened and the asked me to get the cost of the materials to replace the candy and cookies. I went to the store and compiled the list then sent it to the claims department as requested. Today I received a call from UPS and they denied the claim. The claims supervisor Gia siad "if you ship perishable items and they spoil UPS will not pay the claim". She said "if it was not spoiled then UPS would pay for it". I told her it was not spoiled it was so stale and hard you could not eat it. She said "Stale and spoiled are the same thing.
I hope one of the news stations I contact will follow up on this and let the public know about this terrible policy.